Customer Service Oversight Analyst

Job Description Summary Job Description

Customer Service Oversight Analyst

Location:
Edinburgh (We believe in the power of in-person collaboration, and our hybrid model requires colleagues to be in the office a minimum of 40% of their time.)

Salary: A competitive salary from £28,160 - £42,240 depending on the experience you can bring

Closing date: Thursday 1 October 2026

We’re Aegon. We’rea company of around 2,000 innovators and thinkers who put our energy into helping customers. You can see this in our culture, where we ask everyone to be brave, raise their game, deliver first time, helpothersand act in everyone’s best interests.

We help people live their best lives. We help them with the big stuff, for the moments that matter:
Pensions,Saving sand Investments.

As a CS Oversight Analyst, you’llplay a key role in providing independent oversight of our outsourced Customer Service operations, helping to ensure customers receive fair outcomes and that operational,regulatory and business risks areidentifiedand managed effectively.

Working across a range of Customer Service activities,you’llcarry out oversight reviews,analyseperformance and quality information,identifyemergingrisksand provide effectivechallengewhere improvements are needed.

You’lluse data, customer feedback, complaints, qualityresultsand operational insight to assess how well services are performing and where opportunities exist to improve customer outcomes.

We’relooking for someone who is naturally curious, enjoys solvingproblemsand can bring information from different sources together toidentifymeaningful trends,risksand areas for improvement.

You’llbe comfortable challenging constructively, working with suppliers and internal stakeholders, and turning findings into practical recommendations.

Our CS Oversight team acts as the first line ofdefencefor Customer Service operations delivered by our third-party partners. Wemonitorperformance,analyse trends,identify and escape risks, challenge where outcomes are not meeting expectations and drive continuous improvement to help customers receive the right outcome first time.

We act as a key link between suppliers and internal teams, supporting risk management, service transformation, regulatoryexpectationsand key business programmes.

Key responsibilities

• Deliver oversight activityacross Customer Service operations in line with agreed plans and timescales.

• Complete reviews, testing,sampling and evidence gathering to assess customer journeys,controls and operational processes.

• Analyse operational, quality, complaints,customer and supplier information toidentifytrends,themesand emerging risks.

• Investigate issues to understand what is driving the result,the rootcauseand the wider impact on customers and the business.

• Connect information from multiple sourcesto build a clear and balanced view of performance and customer outcomes.

• Identifypotentialcustomer harm, customereffortand friction within customer journeys.

• Provide constructive,evidence-basedchallengewhere performance, controls or outcomes are not meeting expectations.

• Produce clear oversight reports and governance updates, setting out findings, risks,recommendations and required actions.

• Build effective relationships with internal stakeholders and external suppliers to support risk management and continuous improvement.

• Support and monitor improvement activity, ensuring actions address the underlying issueand lead to better customer outcomes.

• Contribute to the ongoing development and delivery of the Customer Services Oversight Framework.

We’dlove to hear from you if you have:

• Strong analytical and problem-solving skills, with the ability to interpret information and translate insight into action.

• Anaturally curious mindset and the confidence to look beyond the immediate…